Student Contact Specialist

About the Role

Student Contact Specialist

US - Remote

Full time

job requisition id

JR100972

Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

Contact Center Specialists provide outstanding service to on-line students and prospective students through a combination of outbound and inbound phone calls in a high-volume environment. Contact center specialist utilize 
contact center-related technology to reach out to prospective students who have expressed an interest in one of Academic Partnerships’ partner university programs. This is a work from home position. 

Main Responsibilities 
 Presenting information and answering initial questions about online degree programs offered by AP’s university partners. 
 Being professional, friendly, helpful and accurate in all calls, and consistently adhering to applicable policies, practices and compliance requirements. 
 Acting as a team player within the team and across all the departments who rely on services from the SCS team. 
 Working in alignment with the 1AP culture of performance through collaboration, exhibiting the core values of Integrity, Initiative, Teamwork, Results, Kindness and Diversity & Inclusion. 
 Striving to be effective and efficient, paying attention to the critical metrics of the position and holding oneself accountable to help the department achieve its goals. 
 Becoming proficient on the various technology and telephony systems used by the team. 
 Speaking up and providing feedback to leadership regarding the systems, practices and experiences employed by AP and the feedback provided by prospective and current students. 
 Performing special projects and providing feedback to management to improve the student and employee experience. 
 Documenting interactions and using AP’s systems in adherence with AP’s training, practices and policies. 
 Engaging in other special projects as assigned 

Job Requirements 
 Bachelor's degree preferred or commensurate work experience 
 Two or more years of combined prior experience in inside sales, call center, recruitment, or student enrollment services 
 A service-oriented and helpful mindset 
 Outstanding multi-tasking skills and ability to thrive in a fast-paced and dynamic environment 
 Excellent verbal and written communication skills via phone, text, and email 
 Open to direct feedback and continuously adapting to new information to optimize performance 
 Goal oriented and a record of exceeding job expectations 
 Experience handling high call volume in an effective, professional and efficient manner 
 Expertise in MS Office products and ability to quickly learn how to use a variety of software 

Other 
 Flexibility to work various shifts, including evenings, weekends, and overtime 

Risepoint offers the following comprehensive benefits:

• 18 days PTO + Winter Shutdown 

• 12 designated holidays + 1 floating holiday 

• Medical – four options  

• Dental 

• Vision 

• Life & Disability (company paid) 

• Flexible Spending Account & Health Savings Account 

• Retirement plan with company match 

• Maternity / Paternity / Parental Leave (company paid) 

• Volunteer Time Off 

Supplemental Benefits:

• Wellness program

• Alternative medicine options

• Pet discounts

• Accident, Critical Illness and Hospital Indemnity

Personal and Professional Development:

• Continuous Professional and Leadership Development Programs 

• Tuition Reimbursement for employees and their dependents 

• Rewards & Recognition programs

Risepoint is an equal-opportunity employer and supports a diverse and inclusive workforce.